Job Purpose
• Govern and manage Infrastructure Change Management processes across IT Infrastructure
• Ensure all infrastructure changes are implemented in a controlled manner with minimal business risk and service disruption.
• Drive compliance with ITIL, regulatory, audit, risk, BCM, DR, and organizational governance requirements.
• Facilitate Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) governance.
• Monitor change quality, change success rates, and continuous improvement initiatives.
• Ensure adherence to ServiceNow-based change workflows and approvals.
• Support audit, regulatory, and compliance reviews related to Change Management.
Duties and Responsibilities
• Manage end-to-end Infrastructure Change Management lifecycle across Data Center, Network, Server, Database, Cloud, Middleware, Security, and End User Computing domains.
• Govern Standard, Normal, Emergency, and Major Changes as per defined policies.
• Review and assess change requests for risk, impact, rollback readiness, and implementation plans.
• Facilitate CAB and ECAB meetings and ensure timely decisions.
• Ensure successful execution of approved changes within maintenance windows.
• Monitor Post Implementation Reviews (PIR) and identify improvement opportunities.
• Drive reduction in change-related incidents and service disruptions.
• Establish and publish change governance dashboards, KPIs, and management reports.
• Ensure compliance with RBI, NBFC, Audit, Information Security, BCM, and DR requirements.
• Coordinate with application, infrastructure, security, risk, and business teams for change planning and execution.
• Drive periodic review and optimization of Change Management policies, processes, and workflows.
• Support internal, external, and regulatory audits.
Key Decisions / Dimensions
• Change approval recommendations based on risk and business impact.
• Escalation of high-risk and non-compliant changes.
• CAB/ECAB governance recommendations.
• Process improvement and policy enhancement recommendations.
Major Challenges
• Managing large volumes of infrastructure changes across multiple technology domains.




• Balancing business agility with governance and risk controls.
• Reducing change-induced incidents and outages.
• Ensuring regulatory and audit compliance in a agile environment.
• Coordinating multiple stakeholders for enterprise-wide change implementation.
• Managing emergency changes while maintaining governance controls.
Required Qualifications and Experience
a) Qualifications
• BE / B.Tech / MCA / Computer Science Graduate.
• ITIL Foundation Certification Mandatory.
• ITIL Intermediate / ITIL 4 Managing Professional Preferred.
• ServiceNow Change Management certification preferred.
• Excellent oral, written, and presentation skills with strong stakeholder communication capability
• Logical and structured approach to problem solving in high-pressure environments
• Strong knowledge of Business Continuity and Disaster Recovery principles in regulated (NBFC/BFSI) environments

• Strong understanding of IT Disaster Recovery concepts including RPO, RTO, failover, and failback
• Hands-on knowledge of multi-cloud environments including AWS, Microsoft Azure, Google Cloud Platform (GCP), and Oracle Cloud Infrastructure (OCI)
• Understanding of cross-cloud DR architectures, replication, backup, and recovery strategies
• Exposure to IT DR orchestration and automation platforms for failover and recovery workflows
• Knowledge of resiliency and continuity design for AI/ML platforms, data pipelines, and AI-enabled products
• Understanding of technology resiliency covering infrastructure, application, data, and process layers
• Basic understanding of data backup, recovery mechanisms, and data center architectures
• Knowledge of implementing, managing, or auditing ISO 22301 BCMS (Preferred)
• Exposure to ISO 27001 ISMS controls and audit requirements
Preferred Experience




• 4–6 years of experience in IT Change Management / IT Service Management.
• Strong exposure to ITIL Change Management processes.
• Hands-on experience with ServiceNow Change Management module.
• Experience in BFSI / NBFC / highly regulated organizations preferred.
• Good understanding of Infrastructure technologies including Server, Network, Cloud, Database, Middleware, and Security.
• Awareness of Audit, Risk Management, BCM, Disaster Recovery, Information Security, and Regulatory requirements.
• Strong stakeholder management and communication skills.
• Experience in conducting CAB and ECAB meetings.
• Knowledge of change risk assessment and impact analysis methodologies.
• Exposure to change metrics, reporting, and continuous improvement initiatives.

b) Responsibility
This role is responsible for governing and managing the Infrastructure Change Management process across the enterprise. The position ensures changes are assessed, approved, implemented, and reviewed in accordance with organizational policies, ITIL best practices, regulatory expectations, and risk management requirements. The role works closely with Infrastructure, Security, Application, Audit, Compliance, and Business teams to minimize operational risk while enabling business agility.
Key Responsibilities
• Govern end-to-end Change Management process.
• Review and validate change requests for completeness and compliance.
• Conduct risk and impact assessments for infrastructure changes.
• Facilitate CAB and ECAB meetings.
• Monitor change implementation and success rates.
• Ensure Post Implementation Reviews are completed for failed and major changes.
• Track change KPIs and prepare management dashboards.
• Drive reduction of unauthorized and failed changes.
• Maintain Change Management policies, SOPs, and governance documents.
• Support audit observations and regulatory reviews.
• Coordinate with BCM/DR teams for changes impacting resiliency controls.
• Conduct awareness sessions and stakeholder training on change governance.
• Drive automation and continual service improvement within Change Management processes.

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